Re-engineering of public services

Citizens on-line, rather than in-line

Ragnar Thorgeirsson

ragnar@gopro.net

Agenda About the GoPro solutions

ODA – Open Digital Administration Næstved, Denmark Skurup, Sweden

Estonia Re-engineering of administration and public

services

Definition of eGovernmentDefinition of eGovernment Using Internet technology Using Internet technology

to streamline government to streamline government by providing efficient and by providing efficient and effective internal processes, effective internal processes, services and information to services and information to citizens and businessescitizens and businesses

Driving factors for reshaping government information environment

• LEGISLATION and environmental factors• More public demand for information, and faster• Elected members demand for more information • Public participation in policy –making

The Goal to:• Increase EFFICIENCY• Give necessary OVERVIEW • Increase awareness of RESPONSIBILITY• Define guiding rules for WORKFLOW• Ease the management of PHYSICAL DOCUMENTS • THE BOTTOM LINE IS TO GIVE BETTER SERVICE TO THE PEOPLE AND ENSURE THE BASIC TERMS OF THE BUREAUCRACY

Primary Drivers of eGovernment Implementation

8%

12%

8%

6%

40%

11%

7%8%

Legislative requirement

TechnologyAdvancement

Efficinecy

Cost Effectiveness

Service to Citizens

Constituent Demand

Other

Do Not Know

The ChallengesThe Challenges

• Cultural changeCultural change• Vision and LeadershipVision and Leadership• City's organizational structureCity's organizational structure• The distributed service centersThe distributed service centers• Framework budget proceduresFramework budget procedures• IT Strategy / ITDIT Strategy / ITD• Digital DivideDigital Divide• IT investment´sIT investment´s

"Think Big, Start Small, Scale Fast""Think Big, Start Small, Scale Fast"

Restructuring the Document and Case Control Infrastructure

REENGINEERING REYKJAVIK CITY

• Basically SOLUTION, based on KNOWLEDGE MANAGEMENT,

– not a technical issue

• Ease of use and EDUCATION is key factor

• One unbroken chain from start to end, through number of meeting

and committees, TRACEBLE

• The document management re-engineering process at Reykjavik City

was the real step into the new millennium

Success factors identified

• Clear Goals, Communicate to Everyone

• Moral and Administrative Support - Top - Down

• Steering Committee – Firm Decision Making and Guidance

• Effective Consulting Groundwork – pre-analysis and user scenarios

• Easy and Controlled Customization

• Education and Empowerment

Overview

What is GoPro e-community? An extension to GoPro Case – Case management – 24

hours access for citizens. Easy integration Secure communication

GoPro e-community is the way to modify the administration and intensify the service level towards the citizens.

GoPro e-community enables citizens to fill in and submit forms electronically over the Web, using electronic signatures for verification.

The electronic forms are received by the Public offices or Institutions, it runs through the case- and document management system at the office´s site.

Value added eGovernment online interaction with citizens and businesses

What is GoPro e-community? Citizens access 24 hours

Citizens create cases, which flows directly into the case- and document management system

Work rules for processes, laws and regulations incl. Case Management/Document Management

Citizen always know the status of the case Standardisation and simplification, yet flexible

Certified users (electronic signature) Citizens personal postbox

Open all hours Same service for all, the work rules are known Auditable and measurable services

Secure and Certified communications The front-end of the Case management

GoPro for government – Simple & unique

e-comunity

Secure personalised on-line access

A Service Portal

24-hours

Flexible Internal infrastructure

Case- and document management

GoPro for government – Simple & unique

e-community

Case

Processing

Registration

Archivee-application

Result/concl.

How do we get the citizens on-line for using the

system?• offer them incentives

– deduction from local taxes– more flexible deadlines– public/private partnerships

• Make environments for the citiznens– At the libraries– Create “New parthways”

• Open community data centers in Næstved

A survey on Digital Administration

010203040

5060708090

M F 19-25 26-35 36-45 46-60 0v. 60

%

% Wants to use the internet for communicating with local government.

Estonia A huge pilot project, 16 local and central

Governments participating 3 implementations in the first phase Create an information portal enabling

electronic filling in of papers equal life quality of inhabitants in rural

areas with that of urban regions support local initiatives and services

Re-engineering of the public sector

Estonia

• Ministry of of Social Affairs– Existing case management system was

non- functional.

• Emergency situation – they contacted IBM

• IBM proposed GoPro Case to them• GoPro Case was translated into

Estonian• GoPro Case customized according to

the customer’s needs

Estonia• By studying GoPro, Estonian

Government started to define standards for:– What data should be registered– Enabling of document exchange between

different institutions– How to get acceptance for electronic

documents– Digital Signature– Fulfilling Citizens demand on online access

and 24 hours services

Estonia• Year 2001 a study trip to Iceland

– a big group of high Estonian government employees and politicians went to Iceland

• A very successful visit– They studied the successful e-government

development in Iceland– Ministry of Communications and Transport,

The City of Tartu and Estonian State Chancellery all bought GoPro.

Estonia• GoPro Case for the internal infrastructure • GoPro e-community portal where the

citizens get 24-hours online access to different Governmental services.

• Instantly moving from paper to paperless administration, harvesting all the qualities it brings.

Estonia

“At the moment the market situation in Estonia looks positive for GoPro products. There is a big number of customers in Nordic countries, there seems to be no danger that the development will stop, they are available in local language and they are able to support the standards and needs for contemporary document management.”

Ms. Evely Heldring Business Innovation Services Manager

IBM Estonia

ODAOpen Digital Administration

ODA - Open Digital Administration – is a preparatory action under the European programme, eContent.

ODA Project was created to demonstrate how to solve the challenge of transaction based 24 hours self-service as a Personalised Internet Solution.

ODA – The background The past decade, the cities of Naestved (Denmark) and Skurup

(Sweden) have been actively involved with the development of ICT-infrastructure in their city region and development of e-Government, using technology and education.

All initiatives have focussed on the needs of their customers: flexible 24-hour services for citizens Companies in the city regions.

In 2001, the two cities together with IBM Denmark, GoPro and several other providers as a consortium, got funding from the European Commission with the purpose of stimulating the use of e-Content in European Networks.

ODA – The Challenge

Reuse of public information and personal data from classic systems (digital signature)

Demonstrate a citizens portal for self-service, access and case handling (digital signature)

Demonstrate a European Dimension to support mobility of EC-citizens - knowledge of rules, legislation etc. included

ODA – The goals

  

Citizens and companies need full, secure access and transparency using the Internet to take care of themselves and the persons related to them

All services and knowledge must be digital for future demands

Use of open technical standards and open standard platforms combined with the digital signature to offer citizens and companies secure communication with everyone, everywhere, anytime

The implementation of self-service should be a tool to facilitate the local government administration as a local means for the development of human beings in learning organisations in the region

The results of ODA should be transferable to other cities on European and global levels (the platform and tools as a commercial product) 

ODA – The Solution   ODA Solution:

GoPro e-community – the portal GoPro Case – case management system IBM CBT secure solution (crypto based transactions) IBM “e-business on demand” (hosting concept) Certificate authority (CA) – PBS/VeriSign/other CA´s Forms, Netforms/GoPro forms/other forms

ODA - open digital administration

Sickness benefits - earlier ..

Employer Employee -signature

Administration

50% goes back/or must be corrected

Application

All data

ODA - open digital administrationODA - open digital administration

Sickness benefits - in ODA ..

Employer Employee -signature

Administration

50% goes back/or must be corrected

Application

All data

No corrections -

Only few data added

ODA Open Digital Administration

Proven savings and benefits Næstved municipality in Denmark is saving 80% of the

work administrating paper work of Sickness benefits applications.

Before ODA 50% of all received forms needed to be corrected. Now almost no corrections have to be done – Due to integrations to databases only little information must be filled in.

A cost effective electronic workflow

The governments have learned ?

CHANGES... – New thinking in Citizen’s service Satisfied Citizens Citizens need time to adopt to the new thinking New Way to Communicate securely with Citizens

Higher demands for speed and delivery time Strong demand on Case Handling transparency

Leaders and employees awake for new opportunities and weaknesses.

The citizens have learned? GoPro e-community is easy to use and access Technical requirements are “none” Trust of the concept and service

The citizens using e-community will: Always have an updated overview of their documents

sent to the service provider and the status of the cases Have access to full decision support as it is integrated in

the dynamic forms Have the possibility to send official documentation

electronically and re-use personal information from national databases (using digital signature)

Demonstration

You will find a demo running – the virtual community Sunny City - on

www.gopro.net